Sales Operations Manager - Lead Transfer
Position Summary
The Manager of Leadpool Transfer Legacy is responsible for overseeing pipeline performance, agent efficiency, and operational execution within the Leadpool Transfer Legacy function. This role ensures accounts are effectively managed, agents are meeting daily activity, transfer, and RTP goals, and resources are allocated strategically to drive funding performance. The manager also owns budget oversight for spiffs and incentives and develops staffing plans aligned with production targets.
Key Responsibilities
Pipeline Management
- Oversee the full account and transfer pipeline to ensure timely follow-ups and optimal conversion.
- Monitor account flow, transfer volume, and RTP performance to identify gaps and opportunities.
- Partner with leadership to adjust strategies based on pipeline trends and performance data.
Agent Efficiency & Performance
- Ensure agents complete required daily activities and adhere to performance standards.
- Track and manage agent transfer volume and RTP goals.
- Coach and support agents to improve productivity, quality, and consistency.
- Hold agents accountable through regular performance reviews and real-time feedback.
Account Reassignments
- Manage account reassignments to maintain fairness, coverage, and performance optimization.
- Rebalance workloads based on agent capacity, performance, and business needs.
- Ensure smooth transitions when reassigning accounts to avoid disruption to clients or pipeline momentum.
Budget Management (Spiffs & Incentives)
- Own and manage the department budget related to spiffs and incentive programs.
- Design and implement incentive structures aligned with company goals and ROI expectations.
- Track incentive performance and payouts to ensure accuracy and budget compliance.
- Provide recommendations for leadership on incentive adjustments based on results.
Staffing Plan
- Develop and maintain a staffing plan aligned with forecasted lead volume and funding goals.
- Partner with recruiting and leadership on hiring needs, onboarding timelines, and headcount planning.
- Identify coverage gaps and proactively plan for peak periods, PTO, and attrition.
Key Metrics for Success
- Daily activity completion rates
- Transfer volume and conversion rates
- RTP and funding performance
- Agent productivity and efficiency ratios
- Budget adherence for spiffs and incentives
- Staffing coverage versus forecasted demand
Requirements
Skills & Qualifications
- Strong leadership and coaching skills
- Proven experience in sales operations, pipeline management, or call-center environments
- Data-driven mindset with the ability to analyze performance metrics
- Budget management and incentive planning experience
- Excellent organizational, communication, and decision-making skills
Cross-Functional Collaboration
- Works closely with Sales Leadership, Finance, Operations, and Recruiting to ensure alignment with company goals and performance expectations
Benefits
Compensation Plan
- Base Salary: RD$80,000.00
- Variable Compensation: Up to US$1,200.00, based on performance
- Allowance: US$200.00